Client Technology Analyst II

With more than 7,000 employees, we are the largest health insurance company in Michigan. We offer an exciting work environment with a diverse group of employees. Our goal is to make health insurance easier for our members. We want to transform the industry and become a resource that people can trust.

Detroit, MI

Blue Cross Blue Shield of Michigan

When you think of <a href="" target="_blank" rel="noopener noreferrer">Blue Cross Blue Shield of Michigan</a> for health insurance, you can know you&rsquo;re getting much more. We're a company founded on a tradition of affordable, quality health care for everyone, improving the present and investing in the future.&nbsp;<br /><br />We offer:<br />Plans for employers and individuals that meet today&rsquo;s needs, budgets and lifestyle<br />The largest network of doctors and hospitals in the state<br />Lower health care costs Higher quality health care<br />Award-winning diversity practices<br />Grants and programs that promote better health throughout Michigan<br /><strong><br />Mission:&nbsp;</strong>We commit to being our members&rsquo; trusted partner by providing affordable, innovative products that improve their care and health.<br /><br /><a href="" target="_blank" rel="noopener noreferrer"><strong>Click here</strong></a> to learn more about our commitment to our Social Mission, view company updates and reviews, and view our awards &amp; accolades.<br /><br />For Application Timeline &amp; Selection Process:&nbsp;<a href="" target="_blank" rel="noopener noreferrer">Click Here</a>. Learn more about your options as an external candidate. <a href="" target="_blank" title="BCBSM" rel="noopener noreferrer">Click here</a> to view open positions.

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Competitive Compensation and Benefits Package

Overview: Deliver and support diversity IT products and services to internal and external end-users within an organization. Provide maintenance and support for highly complex client products, peripherals, networks, and physical moves. Partner with business clients to understand user needs and provide improvement to business processes, resolve problems, and technical solutions. This position is responsible for leading multiple projects/work initiatives/tasks concurrently. Provide technical leadership to team members.
Responsibilities: <ul><li>Work with business analysts and customers (internal, external, and vendors) to understand user’s client technologies requirements. Analyze business workflows to address business needs. Provide feedback regarding requirements and provide recommendations.</li><li>Lead or consult on short-term or long-term client technologies planning efforts with team members, customers and other IT groups. Develop cost/time estimates. Support the prioritization of requirements and matches resources with requirements.</li><li>Assess and analyze the need for and implements performance upgrades to PCs including installation of new hardware or software on an individual or large-scale basis. Design and deploy client support processes. Plan and schedule the installation and deployment projects. Lead the planning, building, upgrading, and maintenance of client technologies. Direct the deployment of new or upgraded images, software and hardware for multiple clients. Make decisions on configuration options. Participate in or leads the design and implements equipment replacement plan. Create technical design documentation.</li><li>Lead or provide technical direction for the planning, designing, and execution of testing efforts. Unit test for new deployments or new components and remediates problems. Coordinate feedback on new software performance and testing. Ensure that tests evaluate all possible impacts on the current systems or applications.</li><li>Perform Level 2 and 3 issue assessment and resolution of problems, working with manufacturers/vendors as needed. Coordinate problem resolution among a variety of functional areas and provide subject matter expertise support for diagnosing and resolving problem. Provide guidance to other team members. Research, analyze and recommend the implementation of software or hardware changes to rectify any problems. Create temporary solutions until permanent solutions can be implemented.</li><li>Partner with network and systems administration teams to ensure efficient operations of the desktop computing environment. Document and review solutions to common problems and responses for frequently asked questions.</li><li>Set up business continuity & disaster recovery requirements, methods and procedures based on established policies. Participate in the identification of vulnerabilities and mitigation strategies. Recommend and may select products by researching needs and evaluating corporate standards list. Reviews vendor prop</li></ul>
Requirements: EDUCATION AND/OR EXPERIENCE<br /> <ul> <li>Bachelor's degree in related field preferred. Five (5) years of experience in Information Technology.</li> </ul> OTHER SKILLS AND ABILITIES<br /> <ul> <li>Problem solving skills.</li> <li>Customer service skills.</li> <li>Written and verbal communication skills.</li> <li>Accuracy and attention to detail.</li> <li>Ability to work independently, or within a team environment.</li> <li>Other related skills and/or abilities may be required to perform this job.</li> </ul> <strong>Departmental Requirements</strong><br /> <ul> <li>Executive Field Technical Support Rep is responsible for providing end-to-end concierge support for executive and higher-level end users.</li> <li>Fluently speak and write in English</li> <li>A minimum of 5 years experience in IT customer service, troubleshooting, and resolving end-user technology issues</li> <li>Experience in using ticketing tools and adhering to service levels</li> <li>Advance competency in troubleshooting IOS (iPhone/iPad), Mac, &amp; Intune.</li> <li>Advance competency in troubleshooting Windows 10</li> <li>Advance competency in troubleshooting and repairing basic hardware issues</li> <li>Advance competency in troubleshooting basic networking issues</li> <li>Strong Service Mindset - de-escalation, problem resolution, ability to assimilate information quickly, accuracy, ability to multitask, etc. are essential.</li> </ul>